Guest Services Manager - WorldMark Portland

Portland, OR, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Medical

Dental

Vision

flexible spending accounts

Life and accident coverage

disability

Paid Time Off

Parental leave

Holidays

wish day paid time to volunteer

401k with employer match

legal and identity theft plan

Voluntary income protection benefits

Wellness Program

Employee assistance program

Job Description

Travel + Leisure Co. is the world’s premier vacation ownership and travel membership company, renowned for its expansive portfolio of resort properties, travel clubs, and lifestyle travel brands. With a mission focused on putting the world on vacation, this dynamic company continually innovates and expands, creating exceptional vacation experiences for millions of travelers worldwide. Operating as a leader in the travel and hospitality industry, Travel + Leisure Co. stands out through its dedication to superior customer service, global reach, and diverse offerings that cater to a wide variety of vacation preferences and lifestyles. The company supports a culture of learning, growth, and fun, where every day presents opportunities to discover new ideas and improve the guest experience.

The role of Guest Services Manager at Travel + Leisure Co. is pivotal in delivering this mission. This managerial position commands responsibility for the entire operation of the front desk and guest services department, ensuring exceptional service standards and smooth day-to-day operations in a fast-paced resort environment. The incumbent will be entrusted with fostering positive relationships with owners, guests, the homeowners association (HOA), and all key operational departments, sustaining an environment that promotes guest satisfaction and associates’ engagement. Through mastery in customer relations and leadership, the Guest Services Manager must resolve guest issues promptly, evaluate feedback, and implement improvement processes to enhance overall guest experiences and staff morale.

This role requires strategic scheduling, effective payroll management, and optimizing room inventory to maximize occupancy rates and revenue. The manager also plays a critical role in audit standards compliance, internal audits, quality assurance, loss prevention, and safety protocols, upholding the company’s commitment to operational excellence. Beyond operational oversight, financial management is a significant component, including preparing annual budgets, identifying cost-saving opportunities, and monitoring expenses to maintain profitability.

A successful candidate will exhibit strong leadership qualities, capable of coaching and developing their team through training programs, incentive plans, and effective communication. They must be adept at multitasking under pressure while maintaining attention to detail and confidentiality. The position offers a compelling opportunity for professionals passionate about hospitality to drive an outstanding guest experience in an inclusive and supportive corporate culture. Employment with Travel + Leisure Co. comes with a comprehensive suite of benefits, reflecting the company’s commitment to its associates, including medical, dental, vision coverage, and various wellness programs. This career path promises not only professional growth but also the chance to contribute to a vibrant company that truly puts the world on vacation.

Job Requirements

College degree preferred or equivalent training experience
valid driver’s license
CPR certification or to be obtained within 6 months of hire
understanding of resort financials
demonstrated ability to work under pressure
strong leadership skills with ability to coach mentor train and develop staff
excellent verbal and written communication skills
ability to accurately follow instructions both verbally and written
ability to maintain confidential information
detail oriented
working knowledge of various computer software programs
working knowledge of property management systems
two to three years of management experience at Resort II or III level
three to five years hospitality customer service experience

Job Qualifications

College degree preferred or equivalent training experience
valid driver’s license
CPR certification or to be obtained within 6 months of hire
understanding of resort financials
demonstrated ability to work under pressure
strong leadership skills with ability to coach mentor train and develop staff
excellent verbal and written communication skills
ability to accurately follow instructions both verbally and written
ability to maintain confidential information
detail oriented
working knowledge of various computer software programs
working knowledge of property management systems
two to three years of management experience at Resort II or III level
three to five years hospitality customer service experience

Job Duties

Oversee daily operation of the Guest Service Department foster and maintain positive relations with owners guests HOA and operational departments provide superior guest service assistance and resolution via written phone and face-to-face communication evaluate guest and associate survey data develop processes to increase guest experience and associate satisfaction hire train motivate recognize coach and develop guest service associates implement incentives and training plans ensure proper staffing and scheduling control payroll costs communicate priorities to staff coordinate and verify guest reservation information manage strict room inventory to achieve highest occupancy manage guest accounts ensure correct rates and payment methods review incoming groups ensure blocking needs and front office requirements are met own and manage internal audit process ensure departmental compliance with quality assurance loss prevention and safety standards prepare annual department budget identify cost reductions operational improvements analyze expense data maintain cost control and retail inventory perform other duties as needed